Dolan School Breakfast on Customer Experience, Jan. 19


Dolan School Breakfast on Customer Experience, Jan. 19

The Dolan School of Business will host a free business breakfast, “Strategies to Capitalize on Customer Experience in 2016,” from 7:30 to 9:00 a.m. next Tuesday, January 19 at the Dolan School of Business Dining Room.

Denise Graziano ’87, president of Graziano Associates, will be the keynote speaker and will focus her talk on how moderate improvements in Customer Experience can significantly increase revenue, client retention and improve overall brand image.

“Like it or not, your clients are judging you,” explained Graziano. “That is in part why Customer Experience has been identified as the number one marketing trend that will define 2016 according to Forbes, and the number two trend by an IBM/Silverpop report.”

Graziano is a leading authority in helping fast growth, mid-market companies improve customer and employee experience and will address why Customer Experience is critical to long-term business success across all industries.

Topics to be covered during her keynote include:

  • Why most companies’ main obstacle to addressing Customer Experience is a lack of strategy
  • Similarities in establishing customer centric business practices in B2B and B2C
  • Why it’s not just about chasing a NPS (net promoter score), but about changing business practices to increase revenue loyalty and brand image
  • Strategies to prevent negative Customer Experience from derailing growth

“This breakfast is a great way for corporate recruiters and human resource professionals to hear about current business trends from our faculty and alumni,” said Dr. Don Gibson, dean of the Dolan School of Business. “We all need to understand the customer experience, and Denise will outline the critical aspects of this hot trend.”

Panelists Gerald Cavallo, associate professor of Marketing, Janet Huetteman, adjunct professor of Marketing and president and consultant at TouchPoint, Inc. and Christian McMahan, managing partner at Smartfish Group will respond to Graziano’s keynote.

The Dolan School encourages all company decision makers to join them at this event. Please feel free to bring a guest and RSVP to Patricia Pivarnik or by calling 203-254-4307.


Last modified: 01-14-16 4:39 PM


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